Case Monitor I - Paid Training

  About the Company: At Call the Car, we believe everyone deserves access to the healthcare they need without barriers. Our company was founded after identifying a critical gap in care that prevented many individuals from attending important medical appointments. By recognizing the need for reliable transportation and addressing key Social Determinants of Health (SDoH), we set out to create solutions to help people reach the care they deserve. Our mission is to redefine Non-Emergency Medical Transportation (NEMT) as not just a ride, but as a pathway to healthier lives, stronger communities, and greater healthcare equity. Guided by our core values of Compassion, Empower, Flexible, and Caring, we are committed to delivering service that is not only reliable, but also respectful, supportive, and centered on the unique needs of every member we serve. We are looking for passionate individuals to join us in making a meaningful impact. Together, we can help address barriers to healthcare, provide peace of mind through every ride, and create connections that move our communities toward better health, greater independence, and brighter futures. Basic Job Purpose: Under the supervision of the Dispatch Supervisor, the Case Monitor I is responsible for enhancing the transportation experience of Call the Car’s Case Monitored and VIP members by coordinating trips, monitoring quality, and providing overflow assistance to the Dispatch team. This role bridges case management and dispatch operations to ensure members receive safe, timely, and reliable transportation. Responsibilities/Duties: Case Monitoring (Core Duties): 1. Provides continuous phone support for Case Monitored and VIP members. 2. Runs and maintains the daily VIP tracker to monitor Case Monitored/VIP trips. 3. Creates and updates transportation reservations, ensuring accuracy and timeliness. 4. Communicates with vendors throughout the day to verify availability for unassigned trips. 5. Monitors assigned inboxes and responds to emails promptly, ensuring information is documented and routed appropriately. 6. Documents trip activity, monitors quality, and follows up with members and vendors to ensure satisfaction. 7. Acts as a liaison between members, providers, facilities, and internal departments. Dispatch Overflow & Support: 1. Assists Dispatch during peak times by handling overflow trip assignments and vendor outreach. 2. Monitors system queues for unassigned or at-risk trips and works to secure vendor or fleet coverage. 3. Supports Dispatch in managing Case Monitored/VIP trips, ensuring these members receive priority handling. 4. Provides backup coverage for dispatchers during breaks, shift gaps, or unexpected absences. 5. Collaborates with dispatchers to identify recurring service issues and escalate as needed. Collaboration & Reporting: 1. Assists Case Monitoring and Dispatch Leadership with reporting and analysis of monitored trip performance. 2. Provides input on policy and procedural improvements based on frontline case monitoring and dispatch experience. 3. Supports quality and compliance initiatives, including accurate trip notes, reporting of incidents, and HIPAA adherence. Event Coordination: 1. Attends in-person health plan special events as assigned. 2. Assists with on-site coordination of transportation pickups and drop-offs. 3. Acts as the liaison between drivers, members, and event staff to ensure seamless transportation service during events. 4. Communicates real-time updates and resolves transportation issues on-site. Performance Requirements: Knowledge, skills and abilities: * High school diploma or equivalent required; associate’s or bachelor’s degree preferred. * At least one (1) year of experience in a call center or transportation operations role. * Must have valid Driver’s License and clean driving record. * Ability to spend up to 50% of isolated shifts driving to and from special events in company vehicle. * Strong communication skills with ability to de-escalate member concerns. * Proficiency in Microsoft Office (Word, Excel, SharePoint) and dispatch software. * Availability to work flexible hours, including evenings, weekends, and holidays. * Must pass a criminal background screening and government exclusion check at hire and monthly thereafter. Benefits: * Health, Vision, and Dental Insurance * Life Insurance and AD&D * Paid Time Off (PTO) * Paid Training * Sick Time * Holiday Pay * Floating Holidays * 401k * Employee Discounts * Employee Assistance Program (EAP) * Bilingual Pay Offered TYPICAL WORKING CONDITIONS: The typical working condition for this position is an indoor office with controlled climate, lighting, and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. This position is ordinarily performed on-site, and employees are expected to work from the office during scheduled business hours, subject to any reasonable accommodation required by applicable law. Remote work is not available for this role. The use of a computer or other office equipment(s) is also a requirement. Some travel may be necessary. May require evening or weekend work to meet operational demands. Monday - Friday from 9:30am - 6:00pm